Incident & Support Lead — ITIL, Azure & Cloud Ops

Corporate Transportation Group; Glen Allen (MO); Hybrid; USD 100,000 - 125,000; Full time

Job summary

MediDrive is seeking a hands-on Incident & Support Manager to lead application support, major incident response, and change management for our platform. You will partner with engineering, DevOps, QA, and business operations to ensure reliable releases and production stability.

You will investigate production issues, implement approved data fixes, and verify service restoration while coordinating with support developers and stakeholders. A strong ITIL mindset and SQL skills are essential.

Qualifications

• Bachelor's degree in Computer Science or Information Technology.
• 4+ years of application support or production operations experience, including incident response and coordinating technical teams.
• Strong SQL troubleshooting skills and practical ITIL/ITSM knowledge.
• Experience with Microsoft Azure and identity management (Entra ID, SSO, MFA).
• Ability to troubleshoot APIs, integrations, and distributed applications with developers.
• Experience coordinating emergency changes, releases, and escalations.

Responsibilities

• Own support intake, prioritization, escalation, and resolution with clear accountability.
• Lead major incidents with coordinated response teams and executive updates.
• Apply ITIL practices across ITSM processes (incidents, changes, knowledge).
• Use logs, SQL, and monitoring data to troubleshoot and validate fixes.
• Coordinate emergency changes and hotfixes with testing and readiness.
• Support releases, launches, and cutovers with runbooks and validation.
• Lead post-incident reviews to identify root causes and preventive actions.
• Monitor SLAs, response/restoration times, backlog health, and change outcomes.

Skills

SQL troubleshooting

Incident response

ITIL/ITSM

Communication

Leadership

Problem solving

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Azure

Entra ID

SSO

MFA

RBAC

Job description

MediDrive is seeking a hands-on Incident & Support Manager to lead application support, major incident response, and change management for our platform. You will partner with engineering, DevOps, QA, and business operations to ensure reliable releases and production stability.

You will investigate production issues, implement approved data fixes, and verify service restoration while coordinating with support developers and stakeholders. A strong ITIL mindset and SQL skills are essential.